Rippling | $110,925 - $130,500
Steph's Notes:
Two things matter in a job: challenging yourself every day and building something that matters.
Really. Only those two things? Not pay? Not benefits? Not working conditions? Not treating people well? How are you an HR company?
Excuse the clutter. We’ve got a lot of things to celebrate, from workplace awards and hiring milestones to platform firsts.
Alright, I guess we're doing this. Back to Glassdoor!
- "High workload, limited recognition, and inequitable PTO policies" (1 star, from a Customer support specialist)
- "High-Growth Environment with a Product You Can Get Behind" (5 stars)
- "Scaling Revenue, Stagnant Rewards: A High-Growth Culture with Seed-Stage Benefits" (3 stars)
- "A Grind but a Great Company" (4 stars)
- "Disappointed" (2 stars, also from a Customer support specialist)
Very much a mixed bag, but even the positive reviews talk about the "intense workload."
Rippling's Careers page keeps saying things like "this isn't what matters, but here's a giant chart about the money we've raised anyway," and "headlines don't matter, but here's a bunch of nice stuff people have said about us," and it's the kind of faux-humility that I find very grating.
And then there's the big, "There's so much more to our story!" with the only two options they give you being: "I'm an engineer" and "tell me about culture." That's a big 'ole yikes.
Rippling's Leadership Principles are kinda ridiculous, and when they're not, they're just kinda shitty. Its leaders are right a lot? Really?
They do at least separate benefits from perks, but that's not really enough to save my opinion of their offerings for prospective employees.
direct People Management of a Support team within a fast paced environment preferably at a SaaS company
You are an HR company. Why can't you define what a fast-paced environment means? I'd think you'd be better at this.
Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
1) Why would they need courage to bring things up at your company? 2) If logic and reason show something is wrong, why would someone need to challenge your company to change it? 3) You are aware that a lot of things that are broken inside systems can't be fixed by a single person, right?
Despite the lackluster Careers page and what feel like rookie mistakes in the job description from what is – again – an HR company, the job itself is straightforward and the pay is appropriate, so I'm a little torn here. I'll be benevolent and put it in Tread Carefully.
Original Job Description: Customer Support Manager - Flex
About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About the role
The manager will lead a global team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust.
What you will do
- Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones.
- Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos.
- Design and implement scalable processes for issue resolution, SLA adherence, and escalation management.
- Monitor and analyze KPIs such as ticket turnaround time and CSAT.
- Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps.
- Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service.
- Train and mentor team members to enhance domain knowledge and problem-solving capability.
- Drive automation and system improvements to reduce manual interventions and improve accuracy.
- Ensure compliance with internal controls, financial policies, and data security standards.
What you will need
- You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company
- Excellent communication, leadership, and stakeholder management skills.
- Experience hiring and managing a distributed team
- Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
- A data-driven approach to developing, tracking, and optimizing performance metrics
- Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets)
- Creative problem solvers who enjoys removing blockers for customers in support of the team
- Courage to challenge the status quo when logic and reason require it. See something broken? Fix it
- Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
Base Pay Range :
Tier 1 : $130,500
Tier 2 : $117,450
Tier 3 : $110,925
